Feature Update

Improve routing and qualification workflows with chat visitor info

Related products: Scale

We’ve added a pre-chat form to Front Chat so you can request up to 3 different pieces of information from a website visitor before initiating a chat session. This enables you to automatically qualify or route visitors to the right team member. For example, you could ask for the number of employees to determine how large of an opportunity the account may be. Or you could ask if the website visitor has a question about pricing, support, or something else, and then automatically assign that message to the right team or teammate based on the answer. The pre-chat form gets the right message to the right teammate faster, and lets them focus on the customer, not information gathering.

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